Sat.Nov 16, 2019 - Fri.Nov 22, 2019

The State of the Onshore USA Call Center

CustomerServ

The US economy is experiencing a record-long expansion with unemployment at the lowest point in 50 years. For most businesses, a growing economy translates into greater prosperity.

Make Contact Center Technology a Strategic Tool

Contact Center Pipeline

I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be absolutely transformative.

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Client vs Customer: Key Differences and When To Use Which

CrazyCall

Since you’re here, I bet you’re wondering what is the answer to client vs customer dispute… Is there a real difference between client and customer?? Well, let me first tell you that I’ve been there. For many years, I was neutral in a client vs customer fight. I thought both words have the same meaning, and so I can use them as synonyms. As it turns out, that’s not a thing!

8 Surefire Ways to Reduce Your Answering Service Bill in 2020

Ambs Call Center

Like most, you know about the great benefits of using a telephone answering service. What you might not know are the secrets to getting the best service possible at the lowest cost. Here are eight tips to reduce your answering service bill. How Answering Services Work

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How a CX Maturity Model can transform your experience

Eptica

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019.

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What questions should you ask on a customer survey?

Toister Performance Solutions

Customer service surveys are too long. Some have 10, 20, or even 30 questions. I've seen one with over 100. It takes customers a long time to answer that many questions. This causes a few problems: Customers get annoyed. Many people abandon the survey. You get a lot of data that isn't useful.

7 Effective Ways to Collect Customer Feedback through Social Media

GetFeedback

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

The 3 Tactics of Successful B2B Customer Support Phone Calls

Team Support

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients.

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Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

What Are They Doing That Your Business Is Not? This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. .

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

How Would You Rate Your Company’s Client Experience? 3 Tips For Success  

ClientSuccess

Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success.

How to Define Your CX Strategy and Link it to Execution

McorpCX

Define Your Customer Experience Strategy and Link to Execution.

Using Customer Satisfaction Metrics: NPS Best Practices

Totango

There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics.

Customer Support Trends and Predictions for 2020

UJET

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice. Over the years, we’ve seen voice lose ground yet still remain the primary support channel for customers in certain sectors.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Speaking your language in customer service

TELUS International

Outsourcing

How One CEO Made His Contact Center a Home

Convoso

It’s a familiar scenario. outbound sales Contact Center Culture Work-life balance Remote Sales

The end of post-call surveys?

Tethr

Post-call surveys are an industry standard when it comes to assessing customer experience. But if you are a CX leader looking to understand the level of effort customers are encountering, then relying on these sorts of surveys is the wrong path forward.

Why Digital Transformation is Key to Growth

LiveVox

Why Digital Transformation is Key to Growth You’ve probably heard the term so many times that you dismiss it as a buzzword. There’s a good reason for that; it’s been overused and its definition varies and continuously evolves.

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An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

How to Resolve 5 Common Customer Service Problems

CSM Magazine

When you own a business, fostering excellent customer service can be a challenge. Pleasing everyone who uses your products or services can be nearly impossible, even for those companies that rank high in this area.

Calming Your Caller - Tips for Defusing Your Situation

ChaseData

When you stop to think about the job of a call center agent in an inbound contact center, it’s really no wonder so many people consider it a stressful task. Talking to complete strangers on the phone, one after another for hours, day after day is enough to make many people anxious.

A Dramatic Change Doesn’t Have to Be a Traumatic Change

ShepHyken

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama , it takes on an entirely different meaning—one that’s negative.

VOE Definition: What is a Verification of Employment (VOE)?

Callminer

Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there are, unfortunately, some applicants who are less than trustworthy.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

True Confessions: The Trials, Tribulations, Agony, Ecstasy and Irony of 20 Years as an Independent Analyst

Contact Center Pipeline

Every November since I began writing this column in Contact Center Pipeline in 2011, I’ve written about veterans and veterans’ issues in the customer service profession. As a veteran myself, and a veterans’ advocate, it was something I wanted to do.

How to Market Yourself

Beyond Philosophy

Marketing Yourself. We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an essential part of your job search, as well.

5 Top Customer Service Articles for the Week of November 18, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

The Power of SMS Technology in Call-Back Communication

Fonolo

People are busy, often going from meeting to meeting at work, chasing after their kids, running errands, or out and about with friends and family.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Consumers Demand More Data Privacy Protections—California Responds

Contact Center Pipeline

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau, the second-biggest category of consumer complaints in 2017 was fraud and identity theft.

What is Really Happening on Black Friday?

Beyond Philosophy

What is Really Happening on Black Friday? It’s that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for the idea that it is the day retailers finally move out of the red for the year and into the black of profits.

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Knowledge Governance: Where to Start

Guru

So you’ve rebuilt your knowledge base. Congratulations! But what happens now? How do you ensure you don’t have to do a top-to-bottom rebuild again? Even when starting out with the best of intentions, it’s easy for teams — and companies — to let a clean knowledge base gradually become unusable.